Full Job Description
Responsible for service delivery of the areas assigned.
Strategic planning and growth of the Domain.
Responsible for ensuring smooth ramp-up in the process.
Responsible as Escalation Point for key service outcomes and issue resolution.
Responsible for developing and maintaining relationship with senior client executives.
Performance management of team. Set goals for the team and conduct regular reviews and provide feedback.
Secondary Appraiser for the Team Managers along with the Unit Managers who are the Primary Appraisers.
Responsible for training needs identification of team and working with KM team to ensure that individual team members soft skill, technical skills and Certification needs are addressed and tracked.
Work with the transitions and project management teams in ensuring specific task based implementations are accomplished as per the project plan.
The role holder must comply with all the Quality Management System (QMS), Business Continuity Management System (BCMS) and Information Security Management System (ISMS) requirements and guidelines of the organization.
Prior experience of managing a contract of 80-100 resources in the area of O2C.
Conduct regular operations review meetings with various stake holders.
Work Experience: 14+ Years of Industry Experience.
Excellent knowledge End to End O2C process.
Responsible for alignment of processes within the Domain.
Responsible for profitability of the contract.
Responsible for delivery excellence in the process.
Strong People and Project Management skills and transition.
Strong delivery skills especially with complex engagements.
Excellent communication, negotiation and presentation skills
Stake holder / customer management.
Ensuring right and adequate rewards and recognition reaches high performers in the team as well as provide excellent working atmosphere for both personal and career growth for the team.
Responsible for maintaining high employee satisfaction and employee morale.